Account Engagement Spam Complaints FAQ

How is a spam complaint logged on a prospect record?
Why do I not see spam complaints for all email service providers (ESPs)?
Is it ok if I opt in prospects with spam complaints?

How is a spam complaint logged on a prospect record?
Spam Complaints come through when a prospect clicks "Mark Message as Spam" in their email interface. This may be done intentionally or via an accident. We currently do not have a way to differentiate the two and the spam complaint does affect your sending reputation.
The second way is if the initial recipient forwards the email, the following person who marks the email as spam will log a spam complaint against the original prospect record since the email was designed for the original prospect.

Why do I not see spam complaints for all email service providers (ESPs)?
This is due to different technical architectures amongst ESPs. Spam complaints with Hotmail/Outlook/Comcast come back in via a Feedback Loop.

Gmail does not have a traditional Feedback Loop and would not be logged in Account Engagement but Gmail does offer a service called Google Postmaster Tools that can provide more insight into how Gmail views your email and reputation.

1. Go to Google Postmaster Tools and click Get Started.
2. Enter your email sending domain.
3. To verify your domain in Google Postmaster Tools, work with your IT team or domain registrar and update your DNS to include the provided TXT record.
4. Return to the Google Postmaster page and verify that the TXT record is setup. If it does not show as verified, click the domain in the list and click Verify Domain. This will complete the final step if it was not automatically verified when adding the TXT record.

Is it ok if I opt in prospects with spam complaints?
We first recommend analyzing the prospects. Are they actively engaged with a decent score or have they been in your system a long time with little engagement? We recommend against opting in prospects with low engagement and encourage you to keep your lists clean and email prospects who are actively engaging in your content. Check out out database hygiene tips for next steps.